Infrastructure Support (iSupport) Engineer

NOVA Corporation; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is looking for a talented Infrastructure Support Engineer to join their team. This role is crucial for troubleshooting enterprise network issues and ensuring seamless service delivery. The ideal candidate will demonstrate expertise in complex networks and Cisco security platforms while showcasing strong customer service skills. You will be responsible for triaging issues, providing status updates to customers, and collaborating with internal teams to maintain network integrity. If you thrive in a dynamic environment and have a passion for network support, this opportunity is perfect for you!

Qualifications

• 6+ years of experience in supporting large network infrastructure.
• Active Secret clearance and IAT Level II Certification required.

Responsibilities

• Provide Tier II/III troubleshooting support for the DHA network.
• Engage with customers to provide updates on network issues.

Skills

Root Cause Analysis

Troubleshooting

Customer Service

Network Integrity Maintenance

Team Collaboration

Education

Bachelor of Science in Computer Science

Tools

Cisco Routers/Switches

Palo Alto Firewalls

F5 Network Devices

Job description

Job Summary:

We are seeking a skilled Infrastructure Support Engineer to troubleshoot enterprise network issues, ensuring seamless service. The ideal candidate excels in root cause analysis, resolution planning, and applying best practices to maintain network integrity. Expertise in complex networks, Cisco security platforms, and strong customer service skills are essential.

Job Duties and Responsibilities:

• Tier II/III troubleshooting support for all tenants in the DHA network.
• Triaging issues and resolving and/or escalating to the appropriate network teams for remediation.
• Engagement with internal and external customers to provide status updates on network issues.
• Troubleshooting issues with a variety of different network devices and protocols.
• Working in a team setting and making recommendations related to troubleshooting, device configuration, and documentation.
• Documenting projects, support actions, and other administrative artifacts to serve as reference material for related support activities and management staff.
• Ensuring incidents and service requests adhere to established service level agreements.
• Other duties as assigned.

Job Requirements (Education/Skills/Experience):

• 6+ years relevant experience in supporting a large network infrastructure.
• Bachelor of Science degree in Computer Science or a related discipline is preferred but not required.
• Active Secret clearance is required.
• Certification Requirements:
  • IAT Level II Certified
  • One of the qualifying Security Certifications (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, or SCCP)
  • Cisco OS Certification
• A strong working knowledge with Cisco Routers/Switches, Palo Alto Firewalls, and F5 Network devices.
• A good understanding of TCP/IP regarding routing and subnetting.
• Must be a team player that can work under pressure with good written and oral communication skills.
• A strong sense of urgency including self-governance on task priority.
• Experience with the following Network protocols and services:
  • Routing Protocols (OSPF, BGP)
  • Access Control List
  • Layer 2 Switching
  • Spanning Tree
  • Packet Analysis